Customer Representative (November 2020 – February 2021) Responsible in familiarizing client’s processes and policies and in dealing with customers’ inquiries and concerns regarding their accounts and orders through chats and emails. - Responding to customers’ inquiries and concerns, giving detailed and personalized responses and polite service to ensure customers retention and satisfaction - Forwarding major issues that need to be escalated to the fulfillment team - Reviewing the status of the customers’ orders and providing them their tracking information - Dealing with returns, refund and exchange of products requested by customers - Accommodating customers concerns regarding edits and updates on their accounts - Educating customers about company’s products to prevent issues in the future Customer Chat Support (August 2020 – November 2020) Responsible in managing several conversations at once while still providing the best support possible to customers. - Handling 100+ customer interactions per day, answering queries, attending on customer needs, offering store promotion, and initiates opportunities for add on sales - Dealing with customer issues and complaints, and escalating such to management when necessary - Familiarizing all online store products, including prices, measurements, colors and designs, on-going promotions, and delivery details to be able to answer customer questions quickly and efficiently - Collating transaction data such as customer name, addresses, phone numbers, and mode of payments for check out purposes - Processing customer orders and arranging for courier services SKILLS - Well-versed in different channels of communication such as phones, email, chat, SMS and social media - Great customer service - Excellent written and verbal communication skills - Computer literate - Proficient in Microsoft Office, Google meet, and campaign-specific tools - Strong planning, organizational and problem- solving skills - Good interpersonal abilities EDUCATION Doctor of Dental Medicine (2014 - Present) 6th Year Graduating Student Lyceum of the Philippines University Batangas